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Jessica Ramos

@jessicaramos1

Customer support specialist at Roche who supported medical devices and retained 95%+ customer satisfaction.

At Roche, I answered technical and marketing inquiries about Roche products and assessed situations for potential Medical Device Reports while following FDA regulations. I also documented customer inquiries and complaints and provided technical support for medical devices, software, and apps.

I supported customers across diverse demographics, including overseas support for the UK, and retained 95% and higher customer satisfaction. I also contributed to improved service delivery and customer retention by fostering a collaborative team environment in eCommerce operations.

Earlier, at TMS Health, I answered inquiries about Roche products, documented complaints, and provided bilingual assistance. At Babies R Us, I worked in sales and supervisory roles, including responsibility for training and supporting teams.

Experience

Work history, roles, and key accomplishments

Customer Care Advisor, Pump Support Specialist

Roche

Nov 2014 - Feb 2025 (10 years 3 months)

Answered technical and marketing inquiries for Roche products, assessed situations to identify potential Medical Device Reports, and ensured FDA compliance. Documented customer inquiries and complaints, provided technical support for medical devices, software, and app, and achieved 95% or higher customer satisfaction.

Customer Service Technical Support Medical Device Support FDA Regulations HIPAA compliance Documentation Customer Satisfaction Software Systems Ecommerce Teamwork

Contract Employee for Roche

TMS Health

Jun 2011 - Nov 2014 (3 years 5 months)

Answered technical and marketing inquiries for Roche products, assessed situations to identify potential Medical Device Reports, and documented customer inquiries and complaints. Provided bilingual assistance and achieved 95% or higher customer satisfaction.

Customer Service Technical Support Medical Device Support FDA Regulations Documentation Bilingual Support Customer Satisfaction

Department Supervisor

Babies R Us

Jun 2005 - Jun 2011 (6 years)

Supervised a team of 6-8 employees, ensuring proper training and meeting sales goals. Maintained a professional environment and ensured high customer satisfaction by monitoring daily reports and auditing.

Team Leadership Training Sales Goals Customer Satisfaction Audit Store Operations

Sales Team Member

Babies R Us

Worked as a furniture sales team member with cross-training in other departments. Trained as cashier, service desk member, registry specialist, and money counter, leading to promotion to supervisor.

Sales Cashier Customer Service Cross Training Registry Money Counting

Human Resource Department Supervisor

Babies R Us

Managed all employee-related areas including training and morale for a team of 40-45 employees. Recruited outside the store when necessary and conducted weekly group interviews.

Human Resources Training Employee Morale Recruitment Onboarding Compliance